In his lengthy response, The Perils of Using Technology to Solve Other People's Problems for the Atlantic, Zuckerman systematically pokes holes in Snow's proposed solutions to the US prison system (as a design developed out of context and without input from those living and working in such a system) and questions the role of technology as the prolific savior in sociotechnical issues.
As an engineering instructor at MIT, Zuckerman is interested in finding ways to: disrupt better, challenge knowledgeably, and engaging (or codesigning) new and better technology alongside the intended or target audience. Zuckerman drives home what he sees as an issue in (most) engineering design processes where many of the technologies we benefit from, weren’t designed for their ultimate beneficiaries, but were simply designed well and adopted widely.
Zuckerman draws attention to Evgeny Morozov's critique of “solutionism” which Morozov describes as the act of focusing on problems that (only) have “nice and clean technological solution at our disposal.” The problem with the solutionist critique, Zuckerman argues, is that it tends to remove technological innovation from the problem-solver’s toolkit. He advocates that robust solutions to social problems must incorporate technology as one of many levers toward social change.
Zuckerman mentions the work of Genevieve Bell at intel to briefly mention the role of ethnography and ethnographers in collecting important user information in the design process. He writes:
Understanding the wants and needs of users is important when you’re designing technologies for people much like yourself, but it’s utterly critical when designing for people with different backgrounds, experiences, wants, and needs.
Although an older article, Zuckerman's response to Snow's design situates anthropological and ethnographic analysis into the heart of the design process, where the heart does not represent the centre of a process, but the life blood of design and innovation. It's here that the expert - that is the user or client or target audience - and their knowledge is paramount.
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